Keeping you safe during new Broadband & Talk installation

We continue to adapt to help our customers as best and safely as possible in line with the recently updated government Covid-19 guidelines.

Because of this, Openreach are currently minimising any work inside the home. That means if we cannot successfully connect your Broadband & Talk service externally we will need access to your home to install a new line.

So, what does this mean for you?

If you’re switching to Sky Broadband or moving home and you have an engineer booked to install your new line, then Openreach will still attempt to connect your service but they’ll now try and do that from outside your home.

But in some cases it really isn’t possible to activate a new line without going inside the home. If this in the case, the engineer will come into your home for a short period of time only, to install or replace a socket. They'll complete a pre-visit consultation call if they need to visit your home to make sure it is safe for the visit to go ahead. It will cover:

  • Making sure there's a clear pathway for the engineer to access the master socket.
  • All surfaces are cleaned before the visit.
  • Leaving all windows and doors open during the visit, if possible.
  • During the visit, asking you to maintain social distancing of two metres or go into another room.
  • The Openreach engineer may choose to wear Personal Protective Equipment to keep both them and you safe. This is only as a precaution and nothing to be alarmed about.

Please watch this short video for more information: openreach.co.uk/coronavirusengineervisit.

Tracking your order

Go to Order tracking to track your order. You can see your:

  • Products and subscription
  • Phone number
  • Hub deliver progress
  • Your appointment or activation date
  • An estimate of your first bill

You’ll need your Sky iD, so if you haven’t already, it’s easy to create a Sky iD.

Setting up your broadband

Your broadband won’t work until it’s been activated, if you have a telephone socket please set up your Sky Hub ahead of your activation day. set up your Sky hub.

Remember: Not all setups are the same, so make sure you check the setup guide that comes with your hub to get up and running without a hitch.

Still need a hand?

Thanks for using our online services – if you do still need to contact us, please be aware that wait times may be longer than normal due to social distancing in our contact centres, but be assured we’re prioritising calls from customers who’ve already been online. We’re working hard to help you as fast as we can. We know it’s a challenging time for everyone right now. Thank you in advance for showing kindness and consideration to our team as they do their very best to help you.